OLTL's Home and Community-Based Services CAHPS Survey Opens August 1

The Office of Long-Term Living (OLTL) recently announced that the annual home and community-based services (HCBS) Consumer Assessment of Healthcare Providers and Systems (CAHPS) survey will be administered this fall.  The survey will open on August 1st and close on October 31st. The HCBS CAHPS survey is administered to individuals across Pennsylvania who receive HCBS through the Community HealthChoices (CHC) waiver, the OBRA waiver, and the Act 150 program.  The survey is intended to measure these participants’ experiences with HCBS providers, getting HCBS services, and how well those services meet their needs. OLTL will use the survey responses to help inform measures to improve the services participants in these programs receive.

The survey includes questions about getting needed services, communication with providers, case managers, choice of services, medical transportation, personal safety, and community inclusion and empowerment. The survey also includes cognitive screening and demographic questions.  Pennsylvania has also opted to include a set of questions about participants’ experience with employment services, which was optional for states to include in their surveys. PHLP is pleased that OLTL chose to include this important set of questions in its tool.  The survey was developed to be administered by an interviewer in person or by telephone. English and Spanish versions of the instrument are available.

Press Ganey, an independent firm, will conduct the survey. They will call participants to set up a time to talk. Alternatively, participants may call Press Ganey toll free at 1-800-588-1659 (TTY: 711) if they would like to take the 30-minute survey.  The number can also be used to make an appointment to take the survey at another convenient time.  Participants are randomly selected to participate in the survey, which will be administered in English or Spanish, with language interpretation available for participants at no cost.  Those who need an interpreter to complete the survey should request one when speaking with Press Ganey.

PHLP encourages participants to complete this survey to the extent they are comfortable doing so. Participation in the survey will make participant voices heard regarding the quality of the long-term care services they receive.  It is important to remember that participation in this survey is completely optional for participants and any information provided to Press Ganey will be kept confidential.  Participant answers will not be shared with their providers or Service Coordinators, and those who complete the survey will not be identified in any reports issued about survey findings.

More information about the HCBS CAHPS process, including links to the survey questions in both English and Spanish, can be found here.